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An example otrsintegration.properties configuration file is included in the .jar file inside the .obr file. The same example is also listed here: Example of Configure otrsintegration.properties

In the otrsintegration.properties configuration file, you have to configure e.g., the URL of OTRS, the login information and the mapping of JIRA fields to OTRS fields.

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Please find beneath a typical config file. Explanations to the config options are documented inline in the code block

Mapping

• To map JIRA fields to OTRS standard fields you can use the following fields names (they are also listed in the config file):

  Code Block
  language none title Keys for OTRS standard fields collapse true
  queue title type service sla state priority owner responsible customerUser

• To map JIRA fields to dynamic fields the internal OTRS name has to be used.
• For JIRA custom fields their name as well as their ID can be used in mappings

• The following JIRA system fields can be used for mappings:

  Code Block
  language none title Keys for JIRA standard fields collapse true
  summary type reporter priority description key status assignee resolution votes id watches project timespent timeestimate timeoriginalestimate created updated duedate resolutiondate security environment components fixForVersion

  Note
  If you want to map the assignee of the JIRA Issue to OTRS you need to make sure that an OTRS user with the same name exists. Otherwise you can specify a ORTS User with the name "-". The mapping for that would be std_assignee,std_responsible.

Supported field types 

Currently the following field types can be mapped for creation and synchronization type-aware.

• Text Field (< 255 characters)
• Free Text Field (unlimited text)
• Date / Time
  
  • Supported target OTRS format  'YYYY-MM-DD hh:mm:ss' only, means: It is possible to map JIRA text fields to OTRS date / time fields if their value comply with the format
  • Empty field allowed
• Date 
  
  • Supported target OTRS format  'YYYY-MM-DD 00:00:00' only
  • Empty field allowed
• Single Select List
  
  • Mapping depending on the key not the value

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